Pieta seeks to create a climate where positive and negative feedback on its services and activities is encouraged and responded to. In promoting a culture of organisational learning and development, our policy describes how complaints and compliments are received, managed, and responded to.
Pieta recognises that client and supporter feedback, including complaints, is a valuable source of information on how well the organisation is doing and identifying areas where quality initiatives may need to be implemented.
Making a Compliment
Anyone can make a compliment. Pieta operates a system that allows staff members to record and log compliments. The information collected as part of this system may be used to:
Enhance the service area that is being complimented.
Provide encouragement and support to the staff / staff teams involved.
Identify areas of excellence within Pieta and replicate this throughout the organisation.
Staff members will:
Receive compliments.
Thank the person making the compliment.
Log the compliment on to the online system.
Use this information to inform future quality improvement initiatives.
Making a complaint
A client, prospective client or family member may make an initial complaint using whatever method is most appropriate and accessible e.g. verbal, written, assisted etc. We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response.
Stakeholders / members of the public and Donors – should submit complaints in writing to the Pieta staff member they are engaging with, or by mail to:
Pieta Complaints Officer
Pieta
Greenhills Rd
Tallaght
Dublin 24
For further information please see our full policy here.